SELECTED DELIVERY METHOD – Client Hosted
SET-UP, CUSTOMER SUPPORT SERVICES, AND MAINTENANCE
1. Customer Support
1.1 Technical support
Licensee’s Training Administrators (TA(s)) will have 24 hour access to the Licensor’s online support portal to research solutions to common issues as well as to create and monitor support cases. Technical support by phone will be available Monday through Friday, 6:00 am to 6:00 pm Pacific Time (excluding business holidays) in English. Additional information is available at www.navexglobal.com/client-support-details.
1.2 Customer Resource Center
Client will have access to NAVEX Global’s online Customer Portal, which allows Client to access information and resources to assist in the implementation, rollout and support of Client’s training initiative. These resources presently include:
- Access to a searchable knowledgebase of articles and best practice guides.
- Tools to find solutions for an issue, view the status of any open support cases, or open a new support case.
- Resources to help Client stay abreast of compliance developments.
2. Maintenance Policy
2.1 Online Course Content Upgrades
For the purposes of this Agreement, “Course Content” includes, but is not limited to the text, audio, graphics and animations that incorporate the Online Courses’ legal, practical, instructional, and entertainment-based learning elements.
NAVEX Global shall provide the following maintenance services during the License Term:
2.1.1. Online Course Content Upgrades. NAVEX Global may from time to time make changes to the Online Courses due to changes in the law. NAVEX Global will make commercially reasonable efforts to notify Client a minimum of five (5) business days prior to said change.
2.1.2 Online Course Technology Upgrades. “Technology Upgrades” include, but are not limited to, changes to the code, programming, processes, architecture, and dependent components utilized in the functionality of the Online Course(s). NAVEX Global may from time to time make Technology Upgrades. NAVEX Global will make commercially reasonable efforts to notify Client a minimum of five (5) business days prior to a substantial change. Changes may be required for the following reasons:
- New releases of underlying technologies – new browsers, operating systems, and technologies the Online Courses depend on are released and adopted by NAVEX Global
- Updates that improve network performance
- Changes in communication protocol – AICC or SCORM may change or update the communication protocol that in turn may require updates to the Online Courses
2.1.3. Upgrade delivery. NAVEX Global will make available to Client the upgraded Online Courses via electronic means. Client will be responsible for implementing the upgraded Online Courses into its LMS or other appropriate environment. NAVEX Global reserves the right to discontinue support of previous versions of the Online Courses upon such upgrade. NAVEX Global may require the Client to upgrade to a more current version of the Online Courses if the version Client is using no longer is supported by NAVEX Global.
3. Usage Reports
Client shall provide NAVEX Global with a usage report each license year during the Term of the Agreement, showing the number of users that launched the Online Courses during the license year (the “Usage Report”). Client will provide such Usage Report within thirty (30) days after the end of each license year (the “Usage Report Deadline”). From this Usage Report, invoices for additional seat licenses will be generated, if applicable. If Client fails to deliver any Usage Report to NAVEX Global on or before the applicable Usage Report Deadline, NAVEX Global will invoice Client 10% of the annual L&M Fee for each late Usage Report, in addition to other remedies available under this Agreement. No more than once during each year of the Term, and on at least ten (10) business days’ notice to Client, the NAVEX Global, at its sole cost and expense, shall have the right to audit Client’s LMS records during NAVEX Global’s regular business hours relating solely to the Online Courses to verify Client’s Usage Reports.
Client shall send all Usage Reports to the following address: